Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged several fees after dropping off my car from **** even though I was told by the agent I would not be. I rented an **** rental car for 8 days in SD to LAX. When I returned the car, I filled the car up with fuel, cleaned my trash, and returned it at the **** lot. I asked the agent if there were any problems with the car I should be aware of, but they said it looked good and I was all set.A week later, I get a charged with a fuel charge and a cleaning fee charge. I was able to fight the fuel charge because I had credit card statements from the times I filled up minutes before I returned the car, but I could not get rid of the cleaning fee charge. They sent me photos of the "excessive" dirt, but they barely show any dirt and it's far from excessive. In some photos, you could not even see any dirt at all.I found this **** to have very deceptive practices by clearing trying to charge me fees even though there is proof refuting it and I double confirmed with the agent. I rent with **** a decent amount, but I'm unlikely to rent with them again.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our most recent rental has raised serious concerns regarding vehicle safety, customer service, and failure to provide assistance in an emergency situation.Summary of Issues:The rental vehicle was in poor and unsanitary condition (unclean interior, spider crawling inside, greasy windows), and shortly after pickup, the tire pressure warning light activated, suggesting poor maintenance and raising serious safety concerns. **** customer service was aware of this the day we pick up the car. On May 17, the car broke down and wouldnt start. We were bounced between customer service and roadside assistance over ten times between 6:57 PM and 7:40 PM (call made from ************).One representative refused to assist us because my mother couldnt speak English a highly inappropriate and possibly discriminatory act. He also refused to provide his name or transfer the call to a supervisor.After hours of unsuccessful calls, we were forced to pay over $400 out-of-pocket to take an **** XL from *********, ** to ******************, after being promised that this would be covered by ****. **** refused to reimbursed the **** exp. The issue was documented under Case Number: A851D061, yet we still have not received reimbursement or resolution.We are requesting:1.A full reimbursement of the $400+ **** XL charge.2.A full refund of the rental charges due to the unacceptable condition of the vehicle, service failures, and unfulfilled responsibilities. 3.A formal apology and investigation into the rude and unhelpful customer service, particularly concerning language discrimination.4.Confirmation that this case is fully documented and will be resolved appropriately.This complaint is not based on buyers remorse or price comparison. It involves serious service failures, a lack of support in a time of need, and out-of-pocket costs that should have been avoided had **** handled the situation responsibly.

  Business Response

  Date: 05/28/2025

  Complaint IDI 23384367

  **** Case: 72944988

   

  Dear Mr. ******** **, 

  At **** Budget Car rental ********** any difficulties or problems encountered by a customer is a concern to us. Reports such as yours enable us to target areas of improvement. 

  On behalf of the organization, please accept this apology for any inconveniences you were caused. Upon receipt of your communication please provide us with the below requested rental details to investigate the incident that you have brought to our attention. 

  1) City of pick-up 

  2) Start date of rental 

  3) Reservation/Confirmation number 

  4) Rental Agreement number 

   

   

  Awaiting your reply, 

   

  Customer Resolution Coordinator 

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23384367
  
  I am rejecting this response because:
  
  1) City of pick-up: ***
  2) Start date of rental: May 7 11pm
  3) Reservation/Confirmation number: 26345303-tw-5
  4) Rental Agreement number: 374917535
  

  case reference A851D061
  Case ID number ********

  
  I am requesting clarification on the following matters related to Case Reference A851D061:
  Dear Avis Customer Service,
  
  
  I am writing to formally demand a full refund and reimbursement due to the unacceptable condition of the vehicle we rented, the complete failure of customer service, and the significant disruption caused to our travel plans.
  
  
  
  
  I am requesting the following:
  
  
  
  
  A full refund of the rental charges due to the unsafe and unclean condition of the vehicle, which broke down after only a few days of use. This breakdown could have been prevented if **** had provided a proper solution when I initially raised concerns about the vehicles poor condition.
  A full reimbursement of the $400+ **** XL expense incurred to travel from *********, ** to ****************** after the vehicle became inoperable. This was necessary due to ***** failure to provide timely and effective roadside assistance.
  A formal apology and investigation into the conduct of your customer service representatives, especially the individual who refused assistance due to a language barrier. This discriminatory behavior is completely unacceptable.
  Confirmation that this case has been fully documented and that all promised reimbursements and refunds will be processed promptly and in full.
  
  
  

  Sincerely,
  
  ******** **

  Business Response

  Date: 05/30/2025

  Hello,

  I want to apologize for the inconvenience that customer had to go through, we are processing a full refund for the rental due to the incident they had, we are reaching out to our ******** location to get an investigation in regard to the vehicle condition.

  thank you

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 12, 2024 I returned a rental car to **** at the ************************** facility. I had pre paid in full and was told there would be no additional charges, except gas if I did not fill it. This was the case and I agree to incur the ***** gas fill up fee. However I was charged ****** total in addition for tolls (even though I had pre paid for a toll package @ ***** for unlimited tolls) and other 'concession' and 'recoup' fees. The attendant who charged me could barely speak English and just circled numbers. There was no manager to speak with. I tried to talk with a customer service *** who told me all was correct. I disagreed and he said he would have a manager call me within ***** hours. I never received a call. He also commented on our request for Veteran Rates as my husband is a VietNam Vet. He said no because my husband did not make the reservation and did not rent the car. My husband had showed his Veteran's disability card (and note he does not hardly drive because of the disability). When the car was returned I was charged ******. I agree to the gas fee of ***** but am requesting a refund of $219.42.

  Business Response

  Date: 07/23/2024

  Thank you for bringing this to our attention, it looks like the customer picked up earlier which caused their rate to be defaulted, we are processing an adjustment to correct the total and bring it back to its original quote, the customer had the vehicle for an extra hour which increased the total to $862.34, the adjustment of the difference if $131.37 will be processed within 10 business days back to the customer account.

   

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22010886
  
  I am rejecting this response because:

  Some of the original issues I cited were not addressed. Again I had purchased a ***** toll pass. Yet I was charged ****** for tolls. I was told that I had gotten a Veteran's discount since he served in ********. When I had called about these issues the customer service *** told me no Veteran discount because my husband did not make the reservation himself nor did he drive the car. Please note as a disabled Vet he hardly drives due to his disability. He was always in the car with me. All of our accounts are joint.  

  Even though it was a decent offer, I am still asking for this refund plus the additional ****** in tolls returned and the Veteran's discount applied.

  Thank You,

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I rented a car from **** in the ******************** on 5/22/24. We returned the car in perfect condition on 5/26 around 6:45/7 AM. No inspection was done on sight. Four and a half days later, we received an email saying we were being charged $450 cleaning fee for a "smoke smell". My husband and are both non-smokers. We've been trying to resolve this issue with **** since receiving this email with an unfounded smoke smell claim (email received on 5/27/24). **** has been difficult to work with, giving us the run around. Today, my card was charged the $450 cleaning fee despite multiple emails and calls that informed them we did not smoke in the car, much less ever smoked. They responded we would be refunded $225. Again, we returned the car in pristine conditions without smoke smell. A supervisor is never available, despite claims that they'll call you back or even did call you back. No voicemails or proof that they did or will. When you bring this up, they blame you. You can go onto ****** and see many reviews showing that they are doing this to customers across the board. Additionally, the report sent stated we returned the car at 10:50 AM with the inspection taking place at 10:50 AM, despite us returning the car at 7 AM. Our flight out of the airport was 9:32 AM. I can provide proof. I would like this charge to be completely dropped, as it's clear it's fraudulent.

  Business Response

  Date: 06/26/2024

  Hello,

  We did reach out to the customer and they informed us that they were issues the refund on this charge by our customer service team.

  below is the customer response,

  Hi, 
  
  After going around and around with customer service, I was refunded the fraudulent $400 smoke smell charge. However, Im still unhappy that I was charged in the first place and with the lackluster customer service. 
  
  Best, 

  Please close this claim since it was already corrected.

  Customer Answer

  Date: 07/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/17/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This location has given cars that I returned out to customers while still in my name. I had access to the full car and location after I had returned the vehicle. It was only after contacting **** that it was resolved with no explanation. I am being charged for a cleaning fee due to smoking smell that already existed in the vehicle upon pick up. I reported the smell at pickup and at drop off. I am being charged with no explanation greater than 14 days since the vehicle was returned to the **** location.

• Initial Complaint

  Date:03/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** rental car has charged us twice for the same issue and refuses to address the issue. We have supplied the credit card bill showing the double charge but they claim it is only one charge.

  Business Response

  Date: 03/27/2024

  Hi,

  We will reach out to the customer to get more information to investigate and resolve.

  thank you

  Customer Answer

  Date: 03/31/2024

   
  Complaint: 21443919
  
  I am rejecting this response because:

  It is one of many eMails where they continue to circulate us through the organization. I've sent all of the requested info many times before. However, I will continue to keep trying. I request that the BBB keeps this issue open.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/12/2024

  We understand Mr. ******* frustration, he was asking for a rental that he had in *******, i escalated this to our international department to get this solved through our office in ********

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21443919
  
  I am rejecting this response because:

  They are throwing the problem over the ocean to *******. But, Germany had already thrown it over the ocean to the ***. I am in the middle of a global company that has no idea how to solve a double charge.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/26/2024

  The customer was informed that we don't have the double charge in our records and he should dispute the charge with their bank.

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a car to rent for February 25,2024 on avis.com at ****************** Airport. The price came to ******. When checking in at the desk to pick up My rental car the associated asked if I like to get my car gas up there when returning the car.Said it's cheaper then outside. I declined the offer. I asked her about ezpass for the car she said it's part of the rental price. She gave me my keys and that was it. When I returned the car I got an e-recept an noticed the extra charge. This is the second time I had a bad experience with this company in ******************. I'm deeply disappointed because they are giving false prices and making people feel like every is ok then give people like me a shock when I get the bill. I gave you guys a second chance especially when this is a second complaint in 3 weeks.

• Initial Complaint

  Date:02/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi im writing to you because i was overcharged for the car i rented from you on January 6th, 2024. I called an **** representative on the phone to see what the charges. She stated that i returned my rental car back at 2pm at sometime on January 6th,2024. Im disputing the charges because i returned my rental car very early and there was not a soul in the return section to even get a receipt which i thought was kind of odd. I left the car with the keys on the dashboard and continued on to catch my flight. I am deeply disturbed and i take it personal when a corporation that i thought had a high standard then the rest of the rental car corporations. I feel like i lost your trust as a car rental company and don't want to go through this headache of getting proof to state my case. this should never happen to a customer that's been loyal to your company. Im sending you a copy of the flight itinerary of my time frame of how its impossible to be dropping the car off somewhere around 2pm on january 6th when i was heading to my destination.

• Initial Complaint

  Date:12/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 12/25/2023, **** suddenly charged me a $450 fee on rental #********* which I dropped off at 4:31 PM on 12/01/2023. Both myself and an **** representative examined the car upon its drop off, the car was in good condition both interior and exterior, and the representative told me "Everything looks good" before I left and sent me the receipt that day with the net charges of $214.10. However, recently I noticed a $450 charge on my credit card from **** without any explanation through any communication platform. I checked the rental receipt again on their website and for no reason, the net charges for the same rental have gone up to $664.10. This charge was at best mistake and at worst deceptive or fraudulent, and I will avoid **** in the future. I would like **** to review this and have this $450 charge fully refunded back to me.

  Business Response

  Date: 01/19/2024

  Greetings,

  the $450 charge that the customer got was a detail for smoke smell, we sent a billing letter to the address we have on the contract provided to us.

  attached is a copy of the billing letter sent by mail.

  Thank you

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21064889
  
  I am rejecting this response because: I have never smoked so there is no reason that the smoke smell in the car was from me. I even talked to an **** representative, and they said it was a mistake as the smoke was from someone else and I'm not responsible so I would get a refund for it. However, it has been loner than half of a month, and the refund still has not been posted into my account.   
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/31/2024

  Dear ****,

  I am processing a refund for the detail fee as a good faith, please allow 10 business days for the refund to show on your account.

  Thank you

  Customer Answer

  Date: 02/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I've received the refund back to my account, and in a good faith, I'll continue being an **** customer as ***************** meets my demands and being transparent with their charges. Looking forward to use **** Rent-A-Car again next time. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a car from **** at ***** airport on December 21, ****. We had explicitly defined all insurance and gas options, and the agent explicitly told us to return the car with full tank of gas. She showed us the declined insurance options but we were never shown anything regarding declining the gas option on the screen before signing. We asked about the charge and the agent reassured us that the charge includes $100-300 (very non specific) deposit that will be refunded when we returned the car with the full tank of gas as we agreed. No rental agreement was printed and a copy was only emailed to us after we left the counter. We returned the car the same afternoon on December 21 at **********************. No receipt was printed or emailed to us. When we looked up our receipt on **** website a few days later, we noticed an additional $66.34 was charged for gas service option which we had explicitly declined verbally. This is not the first time **** had sneak in charges and the agents either verbally confirms and/or lie to our faces.

  Business Response

  Date: 01/05/2024

  The signed copy of the contract shows the customer acceptance of the gas option, but since the vehicle was returned full , our customer service team removed the gas charge and the total charge is $145.75

  Customer Answer

  Date: 01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************